Customer Service Representative

1 week ago

San Juan Central Post Office, Philippines KC'S Kitchen Full time ₱192,000 - ₱216,000 per year

The Customer Service Representative (CSR) at KC's Kitchen is responsible for delivering outstanding customer support by answering inquiries, resolving complaints, processing orders, and ensuring overall client satisfaction. The CSR serves as the main link between the company and its customers, helping build lasting relationships, promoting our food and catering services, and maintaining service excellence standards.

Key Responsibilities

  • Handle customer inquiries through phone, email, social media (META), live chat, or in person with professionalism and courtesy.
  • Accurately process customer orders, catering requests, returns, and exchanges.
  • Resolve customer issues by offering timely and effective solutions to guarantee a smooth customer experience.
  • Provide accurate details on KC's Kitchen menu offerings, catering packages, delivery options, promotions, pricing, and event policies.
  • Maintain strong product and service knowledge to better guide customers in making decisions.
  • Record and update customer interactions, transactions, and feedback in the system for tracking and service improvement.
  • Open and update customer accounts by recording account information.
  • Investigate and resolve product or service concerns by identifying issues, recommending solutions, and coordinating with Sales, Logistics, Dispatch, and Operations Teams.
  • Process billing concerns and adjustments while maintaining accurate financial records.
  • Follow up with customers to confirm satisfaction and collect feedback for service quality enhancement.
  • Escalate complex concerns to supervisors or appropriate departments when needed.
  • Meet or exceed customer service KPIs such as satisfaction scores, response time, and order accuracy.
  • Prepare and analyze customer reports to support management decision-making.
  • Contribute to team success by assisting in achieving department goals.
  • Coordinate with Logistics for food delivery schedules and catering equipment dispatch.
  • Work with Riders for order delivery or arrange third-party riders when necessary.
  • Coordinate with the Dispatch Team to ensure timely preparation of upcoming orders.

Qualifications

  • High school diploma or equivalent; additional training or certification in Customer Service or Client Relations is a plus.
  • Previous experience as a Customer Service Representative, Food Service Associate, Call Center Agent, or Client Support Specialist.
  • Excellent communication skills (verbal and written) with a customer-first mindset.
  • Proficiency in customer service tools, CRM systems, and MS Office applications.
  • Ability to multitask in a fast-paced food service environment.
  • Strong problem-solving and decision-making skills with attention to detail.
  • Patience, empathy, and a positive attitude when dealing with diverse customers.
  • Willingness to work flexible schedules, including weekends and holidays.

Key Competencies

  • Strong customer orientation and ability to adapt to different types of clients and event needs.
  • Excellent active listening and interpersonal skills.
  • Professional demeanor, reliability, and strong work ethic.
  • Ability to stay composed and provide high-quality service even under pressure.

Job Type: Fixed term

Contract length: 4 months

Pay: Php16, Php18,000.00 per month

Benefits:

  • Staff meals provided

Experience:

  • CSR: 1 year (Required)

Work Location: In person

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